Customer Excellence Lead - Hybrid - Pay Starting at $28.01/hr

Stryker • Kalamazoo, MI

1d • Hybrid

About The Position

This role is responsible for driving quality improvements, leading onboarding and training, and championing order entry and inbound rejection processes. The Customer Excellence Lead guides the day-to-day functions of the team to ensure efficiency and deliver best-in-class customer service. They oversee individual integration to ensure the team meets minimum expectations for same-day completion and shipments. This position serves as the first line of defense when the order entry process is interrupted and is the first-level resource for customer/representative escalations. The Lead also acts as a liaison for the Customer Excellence team in projects and collaboration meetings, monitors call/email volume, and partners with key internal stakeholders to drive productivity and customer satisfaction.

Requirements

• 5+ years of related work experience
• At least 3 years in a leadership role in a production, repair, warehouse, or call center environment
• HS Diploma or G.E.D
• Expert-level knowledge of SAP, Salesforce, and case creation
• Proficient Microsoft Office skills

Nice To Haves

• Associate’s or Bachelor’s degree in a relevant field
• Experience leading projects and improving processes
• Familiarity in regulatory compliance environments

Responsibilities

• Drive quality improvements with same-day feedback and follow-up
• Lead onboarding and training initiatives
• Champion order entry and inbound rejection processes for all order types in Depot Support/Customer Excellence including Domestic and IOM
• Guide day-to-day function of team to ensure efficiency and drive best in class customer service
• Oversee individual integration (open cases volumes) to ensure the team is meeting minimum expectations with same day complete and same day shipments
• Serve as first line of defense when order entry process flow is interrupted
• Act as first-level resource for customer/rep escalations
• Act as liaison representing Customer Excellence team in projects and collaboration meetings
• Monitor call/email volume daily; help team prioritize schedules and coordinate workloads
• Partner with key players within the division, sales teams, and cross-functional teams to drive productivity and customer satisfaction

Benefits

• Equal opportunity employer
• Consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED